Service Supervisor

Service Supervisor

North Little Rock, AR

Starting Pay $19.00 per hour

Schedule: This position requires working non-traditional and/or odd hours, split-shifts on various days of the week/weekends including holidays. The schedule rotates on the first Monday of each month. Weekly travel between Conway and Little Rock/NLR required.

Must possess a Class A or B CDL with Passenger endorsement, issued by the Arkansas Department of Motor Vehicles

Rock Region METRO (METRO) is Arkansas’ largest public transit agency and serves the Little Rock metropolitan area. Come build your career with us and help to provide reliable service to your community. We offer competitive pay and great benefits.

BENEFITS

• Company Advancement Opportunities
• Dental, Vision, and Employer Paid Health Insurance
• Employer Paid Disability & Life insurance
• 457 (b) Deferred Compensation Retirement Plan
• Paid Vacation, Paid Holidays & Paid Sick Leave
• In-house Training Opportunities
• Transit Passes for Employees & Eligible Dependents
• Bi-weekly Pay
• Overtime Eligibility
• Direct Deposit
• Credit Union Membership
• Referral Bonus
• Minority Lead Workforce
• Uniforms Provided
• Fulfilling Work
• Community Service
• Safety/Attendance Awards
• Work-Life Balance
• Post High School Education Not Required

SERVICE SUPERVISOR JOB DESCRIPTION:

The Service Supervisor supervises day-to-day field operations of the transit bus operators, ensure buses are on schedule and run safely. Provides support and assistance to operators in the performance of their daily duties to maintain an efficient and reliable transit system. Monitors, investigates, and analyzes situations which impact or may impact bus, paratransit, or streetcar service. He or she communicates information and/or recommendations to appropriate management personnel. Interacts with management, dispatchers, operators, other employees, passengers, and the public to coordinate problem resolution, provide information, carry out assignments and maintain high quality and timely transit service.

ESSENTIAL FUNCTIONS:

• Monitors all phases of revenue service operations, monitors schedule adherence, fare collections, transfer problems, reporting of hazardous conditions and emergencies, and accident investigations.  Reports all delays to Dispatch.  Holds over units to allow more even spacing or headway. 
• Supervises, instructs, and conducts routine checks of transit operators relative to schedule and route adherence, proper signage, traffic regulations, safety, operating rules and policy compliance, uniform regulation, general appearance, physical condition, customer service, proper fare collection, general demeanor; documents daily activity as required.  Assists, corrects, and/or reports any observed violations; reestablishes schedules in the event of vehicle breakdowns or service delays; responds to and resolves passenger incidents; creates and distributes detours due to accidents or road closures.
• Monitors radio transmissions and maintains constant contact with transit vehicle operators and dispatchers, to ensure, monitor, and control revenue service operations, and to responds to emergencies and special needs.
• Assists with accidents/incidents, including handling the collection of photographic evidence, measurements, interviewing of witnesses, provides information for alternative service, any needed on-site assistance and support for operators and emergency personnel; completes initial investigations, and reports for minor/major accidents, collisions, incidents, and injuries throughout the Rock Region Metro transit system.
• Work in inclement weather and emergency conditions.
• Drives revenue vehicles and other equipment when necessary.
• Coordinates with Legal and Human Resources staff, other managers and supervisors regarding incidents, accidents, policies and procedures.

JOB DEMANDS:

This position requires working non-traditional and/or odd hours, split-shifts on various days of the week, including holidays. Work is primarily performed out of doors and on-board transit & company vehicles. While performing the duties of this job, the incumbent must: Regularly hear, sit, reach with hands and arms, and use leg/foot to reach or handle controls. Regularly exert physical effort. Finger and manual dexterity are regularly needed to drive non-power steering vehicles and to operate door and dispense transfers. Frequently talk, walk, and use hands to handle or feel objects or controls. Regularly required to stoop, bend, and twist at the waist, lift up to 50 pounds, push or pull, and climb stairs. Possess visual acuity including distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Regularly be exposed to fumes, odors, and moderate noise. Have a high degree of memory and concentration. Work under severe weather and emergency conditions. Employees are subject to being called to work in the event of an emergency situation and are expected to perform emergency service duties, as assigned. (Drive a bus, monitor roads under the Inclement Weather Program)

KNOWLEDGE & ABILITIES:

A. Knowledge of:

• Traffic laws, ordinances, rules and driving courtesies involved in transit operations.
• Principles and practices of good customer service.
• Safe driving practices.
• Basic computer knowledge and skills. (Managing files, folders, shortcuts and the use of various software applications)
• Well versed in Microsoft Office software (Word, Excel and Outlook.)

B. Ability to:

• Learn METRO’s policies and procedures.
• Fluently read, write, and speak English.
• Read, write, and make basic mathematical calculations.
• Work varied hours to cover scheduled operations.
• Work in inclement weather conditions, emergency conditions and stressful situations.
•  Mitigate, and deescalate hostile situations involving the public, law enforcement personnel and employees.
• Exercise good judgment and problem-solving skills.
• Understand and follow oral and written instructions spoken or written in English.
• Operate vehicles safely and efficiently.
• Act in a confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Learn METRO’s transit routes and schedules.
• Maintain a friendly, courteous, and professional demeanor when interacting with the public, passengers, and fellow employees using tact, diplomacy and patience.
• Identify and correct conditions that affect employee and public safety.
• Address customers’ needs while following company procedures.
• Find solutions for or to deal proactively with work-related problems.

MINIMUM QUALIFICATIONS:

 Any combination of education and experience that would likely provide the required knowledge and abilities:

A. Education:

• Graduation from high school or equivalent.

B. Prior Experience:

• Two (2) years of bus operating or fleet dispatching experience or closely related experience and one (1) year of experience working with the general public.
• One (1) year of supervisory or management experience, preferably in the transit/transportation industry.

C. Special Requirements, including Licenses and/or Certifications:

• Must have a good driving record as defined by METRO.
• At the time of application, must possess a valid Class B Driver’s License, and must have the ability to obtain and maintain a valid Class B CDL with passenger endorsement, issued by the Arkansas Department of Motor Vehicles.
• Must be 21 years of age.
• Must have the ability to pass a pre-employment background investigation, DOT medical examination, and drug screening.